Contact center, BPO industry association to accelerate offshoring offer

Wednesday, February 16, 2011

Colombian contact center and BPO industry association ACCC will ramp up efforts to attract business from English- and Spanish-speaking clients in the US, ACCC executive director Ana Karina Quessep told BNamericas.

Internationalization efforts, which also have designs on Spain, represent one of ACCC's four focus areas that will receive priority this year, according to Quessep, who noted that sales from abroad currently account for 40% of business.

In the international push, "we are going to concentrate in two areas. The first is attracting new clients to the country... promoting Colombia as an offshoring destination," she said. "The second area is drawing new investors."

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In other areas, the association will focus on an overhaul of infrastructure, as well as industry data protection standards, which this year will be made to conform with European Union regulations.

ACCC will also push for an overhaul of human resource development, mainly through closer ties with academic institutions. Quessep said the industry group will step up efforts to rein in the high rate of worker turnover plaguing the industry.

"We're going to work together with the government to promote the industry and the benefits of working in the segment," she said. "It's not a secret that, for some, working in contact centers can be a temporary stop."

ACCC expects the Colombia's contact center and BPO industry to expand 11.6% in local currency terms this year, after posting 15% growth in 2010.

Founded in 2001, ACCC brings together the largest contact centers in Colombia, as well as related software and hardware providers. The organization currently has 28 member companies, which account for 80% of the local contact center and BPO industry, according to Quessep.